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Perspectives, release notes, and announcements from the team that builds apps and consults on Atlassian and ITSM.
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More from the blog
JSM records the time. It does not know whether a customer bought a fixed term, a recurring allowance, or an hour bank. This App adds the missing contract layer — and gives customers the same view.
One JSM Incident queue. 200 tickets. Six legitimate chart types. Each chart, in isolation, points the team toward a different management action. The chart isn't a window onto the data — it is an editor. Here is the decision rule.
Every JSM ticket already carries a complete event log. Every queue holds 5–50 process variants nobody has drawn. Here's the read you can run on one queue in a week — without the seven-figure platform. We call it Ticket Replay.
A pragmatic guide to the ITSM dashboard metrics worth tracking — and the second reading behind each one that flips the diagnosis for JSM service desks.
Why FitSM is the most practical standard for first-time ITSM implementations — and how to graduate to ITIL once your organization is ready.
Jira Service Management's built-in reporting offers basic SLA tracking. Here's how to build custom SLA dashboards that give your team the visibility they need.
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